Customer Experience Executive

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An overview

The Customer Experience Executive is a full-time, salary position who works closely with customers to ensure their satisfaction, making sure customers' needs are being met in a timely and satisfactory manner. In addition, they will support the marketing department by carrying out daily tasks to keep the department functioning, and facilitate the duties of the marketing coordinator.

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Details and Perks
  • Full-time employee
  • Salary commensurate with experience
  • Casual and collaborative atmosphere
  • Heath Insurance / Life Insurance / AFLAC Benefit Enrollment
  • PTO / 401(k) Retirement Plan / HSA / Bonuses
  • Maternity / Paternity Leave
  • Company Phone / Computer
  • Fitness facility open 24 hours
  • Free coffee, snacks, and tools
  • Opportunities to learn new skills, apps, software, and processes
  • Room for growth in the company
  • 10 days vacation/year (additional unpaid vacation days available upon request)
A Typical Work Week
  • Begin the day by checking and responding to voicemails, emails, and social media inquiries
  • Answer the phone promptly and with top-notch customer service
  • Interact with customers to clearly understand their situation and provide appropriate solutions
  • Gather information and appropriately input into databases
  • Transfer inbound calls/leads to appropriate team members
  • Work with cross functional teams to address customer requests and inquiries
  • Maintain frequent communication and follow-up with customers
  • Analyze and resolve customer concerns in timely and professional manner
  • Organizing regular meetings and handle customer communications
  • Escalate and discuss complex customer issues with management for resolutions
  • Work specifically with marketing coordinator to provide high-level support on important projects
Required Qualifications and Skills
  • High school diploma
  • Bachelor’s degree preferred
  • Strong written and verbal communication skills
  • Well organized and able to multi-task
  • Collaborate with team members, vendors and other company employees to understand the needs of the company and marketing department
  • Analytical skills and can present data in an easy-to-understand method
  • Ability to organize details and complete projects in a timely manner
  • Maintain high level of professionalism when dealing with customers
  • Provide excellent customer support and ensure customer satisfaction
  • Ensure all customer interactions represent the Hopkins Brand and help the company grow
  • Follow company standards and ensure high quality and productivity
  • Helpful and observant, able to pay attention to their colleagues’ workflow and anticipate the supplies and tools they need
  • Fast learners and can quickly adjust to the interface of new software tools or website updates
Extra Skills (Would be nice, but not required)
  • Ambitious and look for opportunities to provide support and learn more about different aspects of their team’s marketing procedures
  • Marketing, business, or advertising background or degree
  • Design or copywriting experience
  • Knowledge of websites and how to make updates